I'm so sick of explaining myself to different reps that I don't even want to get into the details but I just feel like I need to rant, even if nobody reads this. Feel free to not read it because it sucks. I'm warning you. Between yesterday and today, I have spent over five hours between T-Mobile and Apple reps on the phone. T-Mobile kept sending me over to Apple. Overview of events below. I swear if I had these conversations recorded they would be viral.
- Call T-Mobile to transfer data plan from 10.5" iPad Pro to 12.9" iPad pro 3rd gen
- T-Mobile keeps telling me I need an ICCID. There is no such thing in settings, even when doing the trick where you tap the CSN number.
- T-Mobile insists that my old iPad (which was at home at the time) has a sim card
- I go home that evening. No sim card. Didn't think so.
- I call them back. I argue with two different reps for 20 minutes about how eSim in the iPad is different than dual eSim in the iPhone XS. They keep telling me it's not possible to use an iPad on LTE without a sim card. My 10.5" which I have been using for 1.5 years with no sim card begs to differ. I offer to record video of my magical iPad.
- They keep asking for ICCID again. I Google. iTunes on Mac can show ICCID. I give them this ICCID. No dice, it's 20 digits long and they need 19.
- They say my iPad is clearly broken and transfer me to Apple.
- Apple runs diagnostics, says everything is fine, says ICCID is valid.
- Apple transfers back to T-Mobile, rep tells me he will explain to her how to setup with IMEI number which is what they should do before ICCID is provisioned by carrier.
- T-Mobile rep comes on, Apple rep bails, T-Mobile rep goes back to script asking me for ICCID. I want to die. I really do. It gets worse.
- T-Mobile rep escalates to manager. Manager has no idea how IMEI works or how to activate my iPad. Manager sends me back to Apple.
- Apple rep tells me it's T-Mobiles fault, tries to transfer me back and stay on the line this time. T-Mobile is closed.
- In the middle of all of this I discovered a vulnerability in iOS 12.1 which allows Touch ID bypass on my old iPad. Talked to senior Apple engineers this morning. Expect iOS patch next week. Seriously, not even a joke.
- This morning Apple calls me pertaining to T-Mobile. Rep was going to call T-Mobile with me, but we decided to just try setting up the iPad on the device. Thought it worked because T-Mobile and bars showed up.
- I get a message that pops up 20 minutes later saying that device activation failed and to try again.
- I call into T-Mobile. Doing that was a mistake. It adds it as a prepaid line on my account separate from everything else.
- Nice byproduct of doing this: I finally have an ICCID in the about section of the settings. It is different than the one in iTunes, and is 19 digits long so it will fit.
- T-Mobile transfers me to a guy who can transfer the line back to a post-paid account. He does so, replacing my old iPad line. He says it should be working within two hours.
- Three hours later the iPad is still not connecting to the internet on LTE.
- I call in. T-Mobile rep answers the phone singing. Not even a joke. I genuinely thought it was some sort of automated music. "Oh great."
- Turns out this guy actually seems to know his stuff. He said nobody associated the newly moved line with an IMEI. We do so. No dice.
- He associates it with the new ICCID. It works.
- T-Mobile gives me a $20 bill credit for wasting over five hours of my life. Whoopee. I never get upset with customer service reps because I used to work in retail but I have never come closer to having a mental breakdown on the phone. Add some thick accents on top of this to add to the frustration.